Voice Agent Settings Reference

The voice agent detail page has three tabs: Overview, Settings, and Channels. This article covers all eight fields in the Settings tab and explains what the Channels tab shows.

To open the detail page for any agent, go to https://app.trustpager.com/auto/voice-agents and click the agent name.

Settings tab

LLM Model

The TrustPager AI model that powers the agent's reasoning during a call. There are two kinds of option:

• Fast model (recommended): quick and cost-efficient. The right choice for most agents: greetings, bookings, FAQ handling and lead qualification. Replies come back quickly, which keeps conversations feeling natural.
• Advanced reasoning model: slower and costs more per call, but better at flows that need multi-step reasoning, long instructions or complex branching. Only switch to it if the fast model is giving unreliable answers in a specific flow.

TrustPager sets the fast model as the recommended default. Changing the model takes effect on the next published version; saving a draft alone won't apply it to live calls.

Flex Mode

A flow-level toggle that controls how strictly the agent follows the node sequence you built.

• Off (default): the agent follows the flow nodes in order. It moves from one node to the next only when an edge condition is met. Predictable and easier to debug.
• On: the agent can move between nodes more freely based on conversational context, without waiting for a strict edge match. Useful when conversations don't follow a predictable sequence and you want the agent to respond naturally to detours.

Start with Flex Mode off while building and testing. Turn it on only if callers are frequently going off-script in ways your edge conditions don't cover.

Data Storage

Controls what call data is retained after each call. Three modes:

• Store everything: full transcript, audio recording, and metadata are saved. Use this when you need complete records for QA, training, or compliance.
• Mask PII: the transcript and metadata are saved, but personal identifiers (names, phone numbers, email addresses, dates of birth) are redacted before storage. Use this when you want audit history without storing raw personal data.
• Store nothing: no transcript, no recording, no metadata beyond the call record itself. Use this for calls where privacy is paramount and you do not need a review trail.

TrustPager applies the recommended default of Store everything so you can review early calls and improve the flow. Change it once the agent is stable if your privacy obligations require it.

Voice

The voice the agent uses for all speech. The picker shows a library of available voices, each listing includes the language, accent, and a play button so you can preview it before committing. Click the play button next to any voice to hear a sample. Select a voice and save, it takes effect on the next published version.

The platform defaults to Australian English (en-AU). Match the voice to your caller base: an agent handling Australian inbound leads should use an en-AU voice; an agent handling US leads should use an en-US voice.

Fallback Voices

One or more backup voices the agent uses if the primary voice becomes temporarily unavailable. The agent switches to the first fallback automatically, callers experience a brief voice change but the call continues uninterrupted.

Add at least one fallback voice if your agent handles high call volumes or is critical to your operation. The same preview play button is available in the fallback picker.

Voice Model

The underlying synthesis engine used to generate speech from text. In most cases the default is correct, it is matched to the voice you selected. Only change this if you are experiencing audio quality issues and have been advised to try a different model by support.

Language

Sets the language for the agent's speech recognition (what it hears) and synthesis (what it says). Defaults to en-AU. Change this if your callers speak a different language, setting the correct language improves recognition accuracy significantly.

Normalize for Speech

When enabled, TrustPager pre-processes the agent's text output to make it more natural when spoken, for example, expanding abbreviations or formatting numbers. Leave this off in almost every case: if you have written your flow content to be naturally speakable (which you should), normalisation will add little and may introduce unexpected rewrites. Only enable it if you are feeding raw data (product codes, formatted dates, currency strings) directly into speech output.

Channels tab

The Channels tab gives you a unified view of every phone number and web widget wired to this agent, and lets you manage inbound country restrictions for each number directly from here.

The tab is divided into three sections:

• Inbound Numbers: all phone numbers that route inbound calls to this agent, including numbers where the agent answers directly and numbers where the agent answers on no-answer (the call rings staff first, then hands off to the agent if nobody picks up). Each row is labelled with which routing applies. You can remove the agent from a number or adjust its allowed calling countries right from this list.
• Outbound Calling: phone numbers configured as this agent's outbound caller ID. Managed from the phone numbers admin page at https://app.trustpager.com/admin/phone-numbers.
• Web Widgets: TrustPager websites that embed a call widget powered by this agent. Click any row to open the website's settings page. The Add link navigates to https://app.trustpager.com/admin/websites where you can wire up a new site.

If a section is empty, nothing is currently wired to this agent in that channel. Use the Add link or the dedicated admin page to connect a resource.

Allowed calling countries

Each inbound number in the Channels tab has an Allowed calling countries dropdown. Use it to restrict which countries can call that number, calls from any country not on the list are blocked before they reach the agent. This is the primary control for stopping international spam calls and toll-fraud attempts.

How it works:

• Empty (default): calls from any country are allowed through.
• One or more countries selected: only calls originating from those countries are connected. All others are blocked silently.

To set it: open the agent at https://app.trustpager.com/auto/voice-agents, go to the Channels tab, find the number you want to restrict, and click its Allowed calling countries dropdown. Australia is listed first, followed by the remaining countries grouped by region. Select the countries you want to allow and the change saves automatically, no publish step needed.

If you only receive calls from Australian numbers, select Australia and leave everything else unselected. This is the simplest way to block overseas nuisance calls without affecting any legitimate callers.

You can also set allowed_inbound_country_list via the API on the update_phone_number endpoint. Pass an array of ISO 3166-1 alpha-2 country codes (for example, ["AU"] for Australia only, or ["AU", "NZ"] for Australia and New Zealand).

Role

A voice agent can have a Role: a job that adds a check right before every outbound call the agent places. Find the Role card on the agent's detail page (open the agent from https://app.trustpager.com/auto/voice-agents). Pick a role from the dropdown and it saves automatically, no publish step needed.

• No role (default): the agent calls everyone your automations send it, with no extra check. Nothing changes for agents without a role.
• Appointment Setter: before every outbound call, including every follow-up and retry, the agent checks whether the person already has an upcoming confirmed booking with your business. If they do:
  • the call is skipped (it is recorded as skipped, not as a failed call),
  • any other calls this agent still has queued for that person are cancelled, and
  • a note is added to the contact's timeline saying the call was skipped because they are already booked, with the booking date.
  If they have no upcoming booking, the call goes ahead as normal.

A role never adds anyone to a call list. Your automations still decide who gets called; the role only decides whether a call still makes sense at the moment it is about to be placed. If the check cannot be completed for any reason, the call goes ahead as it would have without a role.

The check only runs on calls the agent makes. Inbound calls are not affected.

You can also set the role through the API. The field name is listed at https://docs.trustpager.com/reference#voice-agents.

Post-Call Briefings

After every call your voice agent completes, TrustPager can email your team a post-call briefing: what the caller wanted, the outcome, whether a meeting was booked, sentiment, how long the call ran, the key points discussed, and a link to the recording and transcript.

Find the Post-Call Briefing card on the agent's detail page at https://app.trustpager.com/auto/voice-agents. All four settings on this card save automatically.

• Send post-call briefings (toggle), Turn briefings on or off for this agent. Every new voice agent has this on by default, pointed at your workspace's team email address.
• Briefing goes to: The email address that receives the briefing after each call. This is your team (or whoever needs to action the calls), not the caller. Adjust it if you want briefings sent to a specific person or shared inbox rather than the workspace default.
• Escalate hot leads (toggle), When a call ends with a positive outcome (the caller is ready to proceed or asks for a callback), TrustPager automatically creates a high-priority follow-up task on the opportunity so the lead is never missed. Turn this on if fast follow-up is important for your business.
• Text hot leads to: An optional mobile number in international format (e.g. +61431377068) that receives an SMS the moment a hot-lead call ends. Leave this blank if you want the follow-up task only, with no text message.

The hot-lead SMS and task fire together when the escalation toggle is on and a call ends with a positive outcome. The task is created on the opportunity regardless of whether a number is set in Text hot leads to.

Contacts for New Callers

By default, a call from a number that matches no contact is not tied to anyone in your CRM. The Create a contact for new callers card on the agent's detail page at https://app.trustpager.com/auto/voice-agents changes that. It is off by default.

When it is on, an inbound call from an unknown number creates a new contact. The phone number is the caller ID. The name comes from the post-call analysis field named in Take the caller's name from (default caller_name), or "Unknown caller" if no name was captured. The call, its transcript and your call automations (call analysed, call real conversation) then land on that new contact.

A contact is only created for real conversations: the call is inbound, has a caller ID, is not voicemail, and runs 10 seconds or longer.

This is different from the Booking New Callers card, which lets the agent book appointments for callers it does not recognise. You can use either or both.

Voice agent call transcripts are also linked to the caller's contact and account, so they now show on the contact record.

API field names are listed at https://docs.trustpager.com/reference#voice-agents.

Recommended settings

TrustPager ships a recommended profile for new agents. The recommended defaults are:

• LLM Model: the fast model
• Flex Mode: Off
• Data Storage: Store everything
• Normalize for Speech: Off
• Send post-call briefings: On

These defaults work well for the majority of use cases. Adjust them once you understand how your specific flow behaves in live calls.